Networking Managed Services Engineer (L1)

Job Description

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Key Responsibilities

• Monitor client network infrastructure, systems, and services to ensure availability and performance.
  
• Identify, investigate, troubleshoot, and resolve Level 1 incidents and service requests within agreed SLAs.
  
• Escalate incidents, risks, and unresolved issues to appropriate support teams when required.
  
• Perform root cause analysis for incidents and contribute to incident prevention initiatives.
  
• Fulfil approved service requests and execute routine operational tasks according to documented procedures.
  
• Provide telephonic, chat, and ticket-based support to customers and internal stakeholders.
  
• Execute approved maintenance activities, including software patching, configuration changes, and system updates.
  
• Follow established change management processes and procedures.
  
• Perform troubleshooting across WAN, LAN, wireless, SD-WAN, and inter-site connectivity environments.
  
• Support the implementation, configuration, and maintenance of network infrastructure and security controls.
  
• Assist in maintaining network security standards, identifying vulnerabilities, and supporting remediation activities.
  
• Ensure network devices, systems, and services remain secure, operational, and compliant with organisational standards.
  
• Contribute to the maintenance of network documentation, diagrams, standards, procedures, and knowledge articles.
  
• Monitor network performance and utilise management and monitoring tools to proactively identify issues and improvement opportunities.
  
• Identify opportunities for operational efficiency, automation, process optimisation, and incident reduction.
  
• Participate in shift handovers and maintain accurate operational records to ensure service continuity.
  
• Assist with disaster recovery activities, testing, and business continuity requirements where applicable.
  
• Contribute to project-related activities and network deployments as required.
  
• Perform other duties as reasonably required within the scope of the role.
  

Essential Qualifications & Certifications

• Diploma, Degree, or equivalent qualification in Information Technology, Computer Science, Networking, or a related field (or equivalent practical experience).
  
• CCNA is non-negotiable.
  
• ITIL Foundation (ITIL v4 preferred).
  

Requirements
Cisco, CCNA, ITIL